MSP Help Desk II: Advanced IT Support & Escalation

Harbor Networks, Inc.; Northern (KY); Hybrid; USD 43,000 - 47,000; Full time

Job summary

Harbor IT in the United States seeks a Help Desk II Technician to serve as an escalation point for complex tickets and provide advanced troubleshooting. You will mentor junior technicians and work across diverse client environments to ensure uptime and high service quality.

Responsibilities include Tier 2 escalation for hardware, software, and network issues; managing Microsoft 365, Intune, and AD environments; troubleshooting Windows 10/11, MFA, and DNS; and collaborating on deployments with

Qualifications

• Experience supporting MSP clients and enterprise environments.
• Strong written and verbal communication skills.
• Ability to prioritize and triage multiple tickets effectively.

Responsibilities

• Serve as Tier 2 escalation for complex hardware, software, and network issues.
• Support Microsoft 365, Intune, and Active Directory environments.
• Troubleshoot Windows 10/11, MFA, user profiles, printers, and connectivity.
• Manage endpoint security and patching with SentinelOne, ThreatLocker, and N-able.
• Document processes and create knowledge base articles for internal use.
• Collaborate with infra and project teams on deployments and upgrades.
• Perform proactive monitoring and maintenance to ensure uptime.
• Communicate solutions clearly to clients and team members.

Skills

Windows environments

Networking fundamentals

Microsoft cloud services

Ticket triage

Communication

Client environment management

Security mindset

Education

Bachelor's degree in Information Systems/Computer Science

3+ years IT support (MSP/professional services)

Experience with Microsoft 365, Intune, MFA, DNS

Exposure to Firewalls

Certs such as Network+, M365 Modern Desktop

Tools

SentinelOne

ThreatLocker

DUO

N-able

Job description

Harbor IT in the United States seeks a Help Desk II Technician to serve as an escalation point for complex tickets and provide advanced troubleshooting. You will mentor junior technicians and work across diverse client environments to ensure uptime and high service quality.

Responsibilities include Tier 2 escalation for hardware, software, and network issues; managing Microsoft 365, Intune, and AD environments; troubleshooting Windows 10/11, MFA, and DNS; and collaborating on deployments with